Customers are the reason why businesses exist. Many businesses want to be customer-centric and spend time, money and other resources to make it happen. But they don't get the desired results. One reas...

What do customers really want? Plenty has been written on the subject. Companies do tons of research to find out what their customers want. They do market research, commission ethnographic studies, se...

Processes are an integral part of all enterprises. And as I mentioned in one of my earlier pieces, if processes are not instituted, modelled or followed properly then the results may just take the for...

I had written sometime back that 2016 was a year of the unexpected. It now seems as if the trend is continuing into 2017. Who would have thought that the venerable Oscars would feature a monumental go...

Quality has been a key pillar for enhancing India's competitiveness. We have world-class institutions known for quality as well as businesses that produce flawless products. These achievements have be...

As the India media got engrossed in demonetisation, the Tata boardroom battle and the US elections, a certain rather scandalous bit of news about a leading Indian textile company, against which class...